Associate Director, Global Customer Experience-Life Sciences

Position Overview

Position Description

We are hiring an Associate Director, Global Customer Experience - Life Sciences. The Associate Director, Global Customer Experience - Life Sciences will drive excellence and innovation in enhancing customer experience by developing and maintaining an efficient, organized, error-free, and responsive customer experience team department, and assure existing and potential customers receive the best quality experience.

At FUJIFILM Biosciences, we turn curiosity into breakthroughs that advance the field of life sciences. By offering a comprehensive portfolio of products and services in cell culture media, discovery research reagents, recombinant growth factors and proteins, fine chemicals, and critical assay materials, we partner with the brightest minds in biotech and pharma to tackle the world’s biggest health challenges.

Imagine being part of a team that enables life-changing discoveries like new vaccines, therapies, and advancements in regenerative medicine. Our culture fosters curiosity, collaboration, and innovation, and we pride ourselves on delivering unparalleled quality and service to our partners. If you’re ready to make an impact, your future belongs with us at FUJIFILM Biosciences.

Our headquarters in Santa Ana, California, is surrounded by world-class schools, lush parks, and scenic beaches like Laguna and Huntington, making it an ideal place to live, work, and explore. With additional campuses across the US, Europe, China, and Japan, we offer opportunities to make a difference worldwide.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit:

Responsibilities:

• Leads global strategy on implementing a decentralized model to drive positive customer experience that is uniquely tailored to the needs of our local/regional customers.
• Develops and implements solutions for customer challenges while performing thorough analysis of the situation or data trends.
• Manages a team of regional customer experience specialists that work closely with sales, product management, FAS and CXT to support regional customers.
• Delivers and presents objectively driven KPIs. Publishes monthly reports and statistics on trending activities and customer service metrics such as, but not limited to, order volume, TATs, order accuracy rates, and Net Promoter Score index.
• Demonstrates critical decision-making skills and good judgment in all areas of control. Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
• Develops, promotes, and executes a sound customer service strategy that targets inside sales efforts driven by Regional Customer Experience Specialists.
• Collaborates with internal departments to address customer needs.
• Oversees the Order Entry group to ensure accurate and timely processing of customer orders and CAFs. Supports the building and maintenance of strong relationships with senior-level decision makers within internal departments and external customers.
• Manages and coordinates quote pricing and electronic data interchange (EDI) processes to streamline operations.
• Monitors departmental performance and implements procedures within responsibilities for excellent service, better efficiency, cost reduction, and strives to become a service differentiator in the industry.
• Analyzes and interprets current business practices for improvement.
• Establishes Customer Service SOPs, DTIs, and Training materials for customer service-related functions across all locations, sites, and subsidiaries.
• Hires and supports training plans for customer experience personnel.
• Approves appropriate credits and replacements within established guidelines.

Required Skills/

Education:

• Bachelor’s degree in business or related field;
  High School Diploma or equivalent combination of education and experience.
• 8-10+ years of related experience, including experience managing direct and indirect reports.
• Experience in life science, biopharma, or…